Level 1 webinars

Complaints about Service Issues

In 2020, the OIA received more complaints from students about service issues than about any other issue. In this webinar we will explore some of the themes and trends in students’ complaints about course delivery , facilities, and how their experience of higher education met their expectations.  We will look at principles of good practice in designing and operating a complaints procedure, sharing learning from recent case examples.  We will share our approach to reviewing complaints, including complaints relating to students’ rights as consumers, and explore some options for providing a remedy to complaints.

This is a level 1 webinar and is for any staff at providers or student representative bodies who have a role in considering complaints about service issues, or in supporting students to make complaints. It will reference the Good Practice Framework for handling complaints and academic appeals and give an overview of good practice in resolving complaints.  It is not intended to provide an in depth interpretation of providers’ legal responsibilities or of students’ legal rights.

Duration: 60 -90 minutes

Dates & Times: 

  • Tuesday 27 July 2021 | 10am - POSTPONED - to be rescheduled

Level 2 Webinars

Level 2 Webinars

Level 2 Webinars

Level 2 webinars are interactive sessions which focus on case scenario discussion. Attendees will be sent a number of case scenarios in advance and will participate in a small group discussion during the session, facilitated by the presenters. Although not compulsory, we recommend you familiarise yourself with any available Level 1 webinar content prior to joining a Level 2 session. Level 1 sessions cover background information on a topic. Level 2 sessions are less content driven and more discussion based.

Level 2 webinars are aimed at all staff at all providers with an interest in certain topics - Student Disciplinary, Postgraduate Students, Fitness to Practise, Disability, Non-Academic Disciplinary and Academic Disciplinary issues. The webinar will be delivered using Zoom video conferencing, so use of a webcam is highly recommended. Group sizes will be limited to give attendees maximum opportunity to participate.

Duration: 60-90 mins

Dates and Times: